8

Guests not fully reading the description and getting disappointed

 I feel frustrated that guests give a low rating and complain about things when they shouldn't. 

The complaint was that the chairs were not comfortable, the bed was too firm, and a few other things that they wrote to me about privately. Yes, one of the three chairs needed a crew tightened, we fixed that. We could have done that the minute they noticed, since our homestead is attached. Two other chairs were ok. (Two guests only) The bed too firm? Well, it says very clearly written in my photo that the bed is firm. Most probably guests have never seen the photo. And I can't change anything about the bed. It is a high-end bed, with extra layers to make it not so firm, and besides that, the official wording for the bed is medium firm, according to the company where I had them specifically hand made. (Auckland)  So for comfort, I was scoring a 5 which is very low. New potential guests may think that I have a horrible bed and skip my address, which I find it frustrating since it is simply not true.

Is there any way we as hosts can review the guests, PLEASE.  (Same as AirBnb) And potential guests can see as well. 

Is there any way we can delete reviews that are not correctly made? 

Is there any way how there can be a technical trick for the settings to be created by Booking.com staff,  that people have to go through all the photo's etc first before they can book...? 

It happened quite a few times that people simply don't read or only look at first photo and then later complain at arrival...

The more information we can give about our situation the better. This leaves less room for errors Again, I find Airbnb website very well set up and never had any problems with Airbnb guests so far. 

 

Anyone?  Thank you! 

Regards, Ella

 

 

 

 


7
Thuild - Your …

Dear Ella,

You could do a search on the forum next time and see the hundreds of posts regarding reviews.

The answer to your questions is simple.

There is nothing you can do about it. Reviews will not be removed, no matter what, your duty is to reply to all reviews and tell your side of the story. That's all.

People are people, therefore lazy and jerks when it comes to admitting to their fault or ignorance.

And stop comparing Airbnb to Booking.com as they are two entirely different businesses with different types of users. BDC is mass market, with the potential to provide more than Airbnb. Airbnb is the laid back travel market where they search for low prices and more friendly environments, thus the lack of hotels there.

So, you having a property on BDC requires you to play by the same rules as hotels do. Provide the same type of service in a different way, as guests expect that from you.

See what works for you and what doesn't. If you want Airbnb type guests, then don't list with BDC and the likes, go for Flipkey and Homeaway or other companies.

Best of luck,

Zsolt - www.thuild.com

2 years ago
7
Katerinka12

I will start with bottomline - guests do not read all details and everything should be Medium. No matter what is - interior, mattress or tooth brush - Medium.

Here is the trick. When you got the booking, write to the guest something like this:

Thank you for the booking. May we know (guest name) your time of arrival? HOW WOULD YOU PREFER YOUR BED DONE?

Well, if the host asks about my personal preferences, it will be hard to complain about that host!

You said you can't change anything about it. Why? Keep soft mattress cover.

And since you are at the host forum. Please, take your time to read all posts. There will always be people, who... No matter what you do, complain.. No matter how much money you saved them, complain... No matter what, they just LOVE to complain!

Just fix what you can, improve and don't be too emotional about their reviews. After all, we all need healthy hosts!

2 years ago
7
Katerinka12

I would like to add: Reviews are created for disappointed people (mostly with themselves).

When you are in love... In honeymoon.. Busy with your trip (like my properties are mostly for layover between flights)... Why would you even post ANY review?

I would like to say, that's all about Booking. At Airbnb there is a sense for community, and Booking is more for personal distance and money. People here just pass and go..

2 years ago
8
Aaltje B.

Thank you Joey.

Haha, about the mosquito....great example,

Yes, the last part of your mail I can relate to. Some people don't speak up directly. And that could be a cultural thing. Anyway, you will have explained in a response I hope and then the guests can see it wasn't intentional. Things happen.

In my case, the people weren't rude. Just critical, at least one half of the couple... She must have been in pain since she had difficulty moving around. Or just had a bad day.

I am always trying to stay friendly from A to Z no matter what. That takes a bit of time and learning, but that's part of the job, isn't it? As when we go to a hotel or accommodation, as you say as well - if we find something that is not as aspected that we try to address it as soon as possible.

2 years ago
7
Katerinka12

When the guests are inside your property, send them a message. Something like this:

Hi Mr. Guests name

I hope you enjoy your stay. If you need any assistance or help, don't hesitate to contact us. We are just message or call away.

Somehow people treat written messages more seriously than verbal conversations. And this message will be on your record. It serves as your proof that you were very responsible and attentive DURING there stay and it's a good point in case of any misunderstandings.

2 years ago
7
Katerinka12

One time we had a guest, and she stayed with us for several days. I was still a newbie, thinking once she checks in, I can relax... Dreams... :)

The air-conditioning broke and I noticed her message only next day. Having no air-conditioning in hot tropical country is disaster. We transfered her to another apartment in next building.

Same day we fixed airconditioner. I sent her a message right away while she was staying with us. Again, I apologized for inconvenience and assured her that airconditioner is working now and we will be happy to host her again.

I was nervous that she will leave us bad review. I was so scared, that I even offered her to return all the money (she refused to it). She left us good review. Not excellent though. I believe it was was because my message during her stay, not after.

2 years ago
5
Le Balcon des Jasses

Hi

Need your advice..........

My worst night mare: Two nice people, in there late 60, arrive for 3 days. First morning on Breakfast table, I ask if they had a nice sleep.

NO............. To humiliated................ cannot sleep........... oh...!!!!

(Two days ago we had a very big thunder storm, 200 m.m. heavy rain th just 2 hours. It is humiliated inn and out, but tamparature are 28 to 30 degree.

This two people open for heating, room and there Bathroom, it was VERY Very hot there, all windows closed.

I told them I could upgrade to another bigger room for free, but I need them to decide quick, ass other guest arrive.

Ok, they change room; Full heating again, room and bathroom, and very unhappy next morning.

Finaly I ask them to check out and find another accommodations the last night.

Gosh, I beleive he will kill me.

If you charge us a penny I destroy your house, he say.........

Pack, and out .........I was happy, and of course I go and charge for two night (only)

Do I did the right things??

Now Im waiting for there rating, may not be 10!!!! Maybe less,

Thank you, now I need a rest.............

Need your command thanks

Le Balcon des Jasses

Lucy.

2 years ago
5
Le Balcon des Jasses

Hi Joey

Yes I do not control the weather, sorry, but I Humid...... No he do not write, only shout when he throw his suitcase into his car, slam the door and left..........

This is first time in 17 years...

Im better now, thank you Joey...

2 years ago
7
Katerinka12

I am sorry, did they leave a review or not?

Please, relax. 10 reviews are even suspicious. Any review is good for you.

2 years ago